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Customer Retention Director

hace 2 meses

Ciudad de México, Ciudad de México Kuehne+Nagel A tiempo completo
About the Role

We are seeking a highly experienced and skilled Customer Retention Director to join our Contract Logistics team at Kuehne+Nagel. As a key member of our leadership team, you will be responsible for building and maintaining strategic partnerships with our key customers, driving positive experiences, and enabling business capabilities.

Key Responsibilities
  • Operational Excellence
    • Act as a single point of entry for general economic, contractual, operational, and IS-related topics relevant to all operations.
    • Orchestrate with different KN and customer stakeholders the prompt implementation of action plans while being an objective-neutral party seeking win-win and long-term solutions.
    • Sparring partner for the relevant vertical owner in customer development to ensure seamless customer care handover from operations to the Customer Retention phase.
    • Manage critical escalations effectively through the functional and operational KN organizations.
    • Facilitate knowledge transfer between operations.
  • Customer Experience
    • Drive customer centricity at all levels of the organization and relationships using the Contract Logistics customer engagement program tools.
    • Owner of the customer-specific engagement plan by creating positive experiences across the different touchpoints and moments of truth.
    • Identify opportunities to broaden the scope and add additional services to the existing business.
    • Working closely with the Customer Engagement position to identify opportunities for innovation and front-end development on the global CE program.
    • Promote the correct implementation of the listening tools to secure that the right operational capabilities are in place to deliver on our promises and focus on offering high-quality results.
    • Develop and drive a robust process to manage customer feedback, prepare data analytics, consolidate national good practices, and close critical gaps identified with segmented customers Renewal Strategy.
    • Ensure that strong renewal strategies are in place for the selected accounts.
    • Identifying risks and working with local teams and customers to mitigate them.
    • Driving the strategic objective of +90% retention rate for multi-regional Customers in the respective Vertical.
    • Lead and coordinate the KN customer functions, developing outstanding solutions and commercial proposals to selected customers.
  • Service Performance
    • Steering and alignment of projects and financial targets across sites for the selected accounts, driving consistent service levels across multi-sector operations by monitoring and following up on the key performance indicators.
    • Governance and execution of blueprint approach (ensure standard operations for all existing and potential new operations).
    • Identify and deliver innovation and improvement opportunities using resources from KN.
  • Account Management
    • National reference point for customer communication within the respective vertical and other KN stakeholders or functions.
    • Provide leadership and global steering to local or regional account managers where they are in place.
    • Identify training needs for key KN personnel involved in account and support development.
    • Establish and nurture the national community for the selected account – provide leadership and secure that corporate vision is well integrated across the contract managers.
    Requirements
    • +15 years of logistics, operations, or supply chain experience.
    • Minimum 5 at senior management level.
    • Strong understanding of Customer needs, behavior, and a bias for customer centricity.
    • Mix of 3PL and Customer side employment experience is highly recommended.
    • Strong leadership, relationship building, and influencing skills; politically able; proven ability to manage a matrix organization effectively.
    • Operational and front-line Customer/Account management experience.
    • Pragmatic approach to problem-solving management.
    • Ability to evaluate business impact, prepare analytics, and provide recommendations persuasively.
    • Proven commercial flair.
    • Passion for excellence; Customer orientated.
    • Ability to manage cross-functionally and across a global organization.
    • Fluent in Spanish and English.